How To Enable Operator Forward / Enhanced Voicemail

Operator Forward / "Enhanced Voicemail" is a feature that allows for a calling party to "Press 0 to return to the operator" when they reach a user's voicemail box. In scenarios where you have an Auto Attendant routing calls to a user directly, it may be necessary to set up this feature to allow the calling party to return back to the Auto Attendant or forwarding to another party.

Log into the portal and navigate to the domain whose Auto Attendant / User(s) you'd like to change. Once there, select Auto Attendants from the top menu to view all of your Auto Attendants, and then select the Auto Attendant you'd like to change.

This Auto Attendant is newly created, so you'll notice there are no users as part of the call flow. For newly created AAs, whenever you add a user or voicemail option, this checkbox is checked by default. However, if you're changing a pre-existing user and/or voicemail option in an AA, you'll want to make sure this box is checked to enable this feature.

Enabling Operator Forward / "Enhanced Voicemail" For Users at the DID / Phone Number Level

In scenarios where you have a phone number tied to a user directly, it may be necessary to set up this feature to allow the calling party to return back to the Auto Attendant or when trying to reach another party.

Log into the portal and navigate to the domain whose Phone Number(s) / User(s) you'd like to change. Once there, select Inventory from the top menu, which will take you to your list of Phone Numbers, then select the Phone Number you'd like to change.

Click the checkbox that says "Enable Enhanced Voicemail" to enable this feature.